Product Support Team Lead - Entry Level

TransCore, LP; Houston (TX); On-site; USD 52,000 - 76,000; Full time

Job summary

TransCore seeks a full-time Product Support Supervisor in Houston, TX to oversee Product Support Representatives in the MMC. This role involves coaching, monitoring, and coordinating cross-training, as well as handling escalated calls or emails from customers and Field Technicians.

The position requires an Associate degree or equivalent, strong communication skills, and the ability to manage multiple priorities in a dynamic environment.

Qualifications

• Associate degree or equivalent combination of education and experience.
• Excellent interpersonal and communication skills.
• Ability to plan, multi-task, and manage time effectively.
• Proficiency in using Microsoft Office in a networked environment.

Responsibilities

• Supervise PSR MMC staff.
• Train, coach, monitor, evaluate, and counsel PSRs.
• Address staff questions regarding policies and procedures to resolve issues.
• Review, correct, and approve staff's bi-weekly timecards.
• Coordinate cross-training for staff with the department Trainer.
• Maintain staffing schedules.
• Assign work as required per the contracts supported.
• Monitor productivity and provide feedback to the staff regularly to maximize performance.
• Maintain established tracking for staff production levels.
• Provide reporting to management upon request.
• Responsible for adhering to and enforcing policies and procedures including PCI.
• Ensure service requirements are met.
• Respond to customers promptly.
• Assist with workloads from the PSR whenever possible.
• Assist management with any additional needs.
• This position requires a shift-oriented schedule and may involve working day, evening, overnight, weekend, and holiday hours as determined by business requirements.

Skills

Interpersonal skills

Communication

Time management

Multi-tasking

Microsoft Office

Teamwork

Adaptability

Education

Associate's degree or equivalent

Tools

Microsoft Office

Job description

TransCore seeks a full-time Product Support Supervisor in Houston, TX to oversee Product Support Representatives in the MMC. This role involves coaching, monitoring, and coordinating cross-training, as well as handling escalated calls or emails from customers and Field Technicians.

The position requires an Associate degree or equivalent, strong communication skills, and the ability to manage multiple priorities in a dynamic environment.